Meet Leonard our Tech Support Genius

in Meet Our Team, posted 11/12/07
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How long have you been with Network Automation?

5 months, 3 weeks, 2 days, 7 hours, 26 minutes and counting........

Title?

Manager, Technical Support

What's the best part of your job?

I enjoy the challenge of fixing people's problems because not only do I get the satisfaction of resolution but I almost always learn something new with every call or email or forum thread.

What's the biggest challenge?

Because I've only been at Network Automation for just under 6 months, my biggest challenge is AutoMate itself. Just when I thought I knew everything about the application, a new scenario emerges that makes me learn a whole new way to apply a task.

AutoMate BPA Server 7 will be released soon. What's your favorite feature?BPA

The remote deployment of agents is one of my favorite features. I can deploy agents all over the network and assign tasks to specific workstations. You no longer have to open a remote session or physically walk to a workstation to install an agent.

What's your best advice for someone trying AutoMate for the first time?

Be patient. The software can look very intimidating at first. But once you apply it to even the simplest of tasks or to your everyday workstation duties, you will get to a point where you will want to apply Automate to everything.

Walk us through a typical day in the technical support department...

The day starts at 8:00am. If there are no incoming calls when we walk in, we start logging all emails to our database. Once they are all logged we start sending replies in between any other incoming calls. With each satisfied customer, we all stand up and give each other high-fives. Ok, not really, but I think we should start doing that. Don't you? Then there are the forums. We scan the forums and jump into threads when needed. Then there are the staggered lunches so that there is always phone coverage. It is, for the most part, the same deal after lunch except that the high-fives are replaced with fist bumps.

What's the best thing about working for Network Automation?

The best things would be the environment and coworkers. There are days when I look forward to just coming into the office and having conversations with my fellow coworkers. This is one of the best groups of people I have ever worked with.

How did you get to be a techie?

I started getting into video games and computers when I was really young. I played video games on my Atari 2600, Colecovision, and Nintendo Entertainment System. From there, I started BASIC programming on a TRS-80, Commodore 64, and IBM PCjr computers. I was writing my own text based "choose your own adventure" games. But my breakout to full-blown "techie" was when two very popular DOS games, Doom and Wolfenstein 3-D, were released. That started me down a path of upgrading my computers so that I could continue to get the maximum performance out of my video games. I would take my computers apart and put them back together and add different components each time to see if my games ran faster. And this just became a habit throughout my life where I constantly looked at ways to improve or troubleshoot my systems, which naturally branched out to helping others with similar issues. I don't have a formal education for computers; it just came to me naturally.

Where's your hometown?

Los Angeles, CA

What's your favorite basketball team?Lakers

Los Angeles Lakers

Who's your favorite basketball player? Why?

Of all time?! Earvin "Magic" Johnson would be my choice. I grew up watching every Laker game and took a lot of abuse when I lived in Boston, MA from all the Celtic fans. To me, he epitomized the role of a "team player" and unfortunately his basketball career ended too early. My current favorite basketball player is Kobe Bryant. You cannot deny he is one of the most exciting and entertaining players in the league; plus he's a Laker. Do you see a pattern?

Which celebrity would you most like to take out on a date?

Roselyn Sanchez

On the weekends we can find you...

Playing basketball or attending a Laker game. If it's neither of those, then you will probably find me hanging out with my daughter, Jasmine.

Last song played on your Zune?Zune

Wait, how did you know I own a Zune??? Big Brother is watching.... I was actually listening to "I Want You" by Common.

What's something your coworkers don't know about you?

I mistook and microwaved what I thought was leftover chicken and rice, only to discover a few mouthfuls later, that I had nuked live maggots and had consumed quite a few of them before I realized something was wrong. What tipped me off? The weird taste and my "grains of rice" having eyes.... To this day I wonder if I would have continued eating them had I not noticed the eyes....

Any big plans for the upcoming holiday season?

I'm not a big planner. I definitely plan on eating some kind of dinner for Thanksgiving. I just don't know where yet. Aside from that, the rest of the holiday season is still up in the air.

If you could travel anywhere in the world where would you go?

Italy. I'm obsessed with the history of the Roman Empire and would like to see firsthand a lot of the monuments. And, my dad's family lives in Italy so it would be nice to visit them too.

When you retire you will...Italy

Own a good chunk of land in Italy near a beach and suntan or sunburn my golden years away.